Sri Rakshitha Gururajan

Basic Roles:

• Reconciliation of Payments
• Working with internal and external team to analyze long aging/ open cases for resolution
• Handling high priority ticket volume such as unreconciled issues
• Escalating issues with counterpart and custodians to resolve pending issues
• Trained over 10 New joiners for 2 different internal clients

Key Projects done [ as part of continuous improvement]:

• Early Warning report - Ideated designing automation that will audit based on deterministic rules / check points and highlight any potential deviations via “Early Warning Report”. This report will be shared with validation PoCs (across levels as per matrix defined) for confirming defects if any and take further actions.
• Automation of manual touch points (60% HC reduction) Worked along with the team and identified “automatable” steps. Shared details with the IT-Automation team along with detailed process flow, reference source. Automation designed by IT team and was part of core UAT team that confirmed steps executing as per expectation, bugs identified, proposal for bugs fixes. This automation resulted in 60% HC (10 HC in 100% manual task that reduced to 4 HC post automation implementation) reduction in that process and redeploying them in other works/tasks
• Pre-empting high-risk payments and routing it to a special queue to avoid unauthorized payments. This avoid potential client escalation and also improved the compliance score to 90% (from earlier 78%) which is a key metrics measured & monitored by client

• Provided clerical support, addressing routine and special requirements.
• Reported back to instructor to receive day-to-day tasks and responsibilities.
• Completed range of simultaneous job tasks to support professor's academic, research and operational needs.

• Role in brief includes shadowing Auditor's clients audit and taking ownership on first level audit and submitting finding, reviews to the Auditor.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Identified issues, analyzed information and provided solutions to problems.